CN111010487B - Business handling method and device - Google Patents
Business handling method and device Download PDFInfo
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- CN111010487B CN111010487B CN201911165885.XA CN201911165885A CN111010487B CN 111010487 B CN111010487 B CN 111010487B CN 201911165885 A CN201911165885 A CN 201911165885A CN 111010487 B CN111010487 B CN 111010487B
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
Abstract
The invention provides a service handling method and a device, which are applied to an Interactive Voice Response (IVR) platform, wherein the method comprises the following steps: when the IVR platform is connected with a voice call initiated by a user using the communication equipment, sending a service handling prompt voice to the communication equipment; determining the services which need to be handled by the user in the acquired service handling voice by using a voice recognition technology; analyzing the obtained identity verification voice by using a voiceprint recognition technology to verify the identity of the user; when the user identity passes the verification and the service needs to apply the application program in the communication equipment, sending prompt information to the application program; and when a login instruction is received, sending the flow voice to enable the user to input the transaction information according to the prompt of the flow voice, and triggering the application program to complete the transaction of the service according to the transaction information. The invention improves the safety of service handling by applying the voice recognition technology and the voiceprint recognition technology, realizes the interaction between the application program and the IVR platform and improves the service handling experience of the user.
Description
Technical Field
The present invention relates to the field of communications technologies, and in particular, to a method and an apparatus for handling a service.
Background
How to provide high-quality service for a client when the client transacts business and improving the experience of the client are problems which are always concerned by a plurality of enterprises. The business handling modes of customers can be roughly divided into three modes, wherein the first mode is to handle business through a manual counter; the second is to handle the service through an Interactive Voice Response (IVR) platform, that is, the IVR platform receives the incoming call of the client and provides Voice broadcast to the client according to a preset IVR menu, the client selects and handles the service according to the Voice broadcast, and the client completes the service handling through the IVR platform; and the third is to complete the transaction of the business on line through the application program.
The time spent on handling the services through the manual counter is long, the flexibility is not high, the flexibility of handling the services through the IVR platform or the application program is high, the requirement of independently handling the services by the client is met to a great extent, and the service handling through the IVR platform or the service handling through the application program becomes the choice of most people. The inventor researches and discovers that some services can only be handled through the application program, and the services between the IVR platform and the application program cannot be shared, which brings great inconvenience to a client who is used for handling the services through the IVR platform when the service which can only be handled through the application program needs to be handled, and reduces the service handling experience of the client.
Disclosure of Invention
In view of the above, the present invention provides a service handling method, which is applicable to an interactive voice response IVR platform, and is used for supporting a user to handle a service, recognizing a service that the user needs to handle by using a voice, verifying the identity of the user by using the voice, and handling the service by using an application program in a communication device, thereby simplifying a flow of handling the service by the user, and providing a high-quality service for the user to handle the service.
The invention also provides a business handling device which is used for supporting the realization and the application of the business handling method in practice.
In order to achieve the purpose, the invention provides the following technical scheme:
a service handling method is applied to an Interactive Voice Response (IVR) platform, and comprises the following steps:
when the IVR platform is connected with a voice call initiated by a user using communication equipment, sending a preset service handling prompt voice to the communication equipment;
acquiring service handling voice of the user responding to the service handling prompt voice, analyzing the service handling voice by using a preset voice recognition technology to recognize voice information in the service handling voice, and determining the service required to be handled by the user according to the voice information;
sending a preset authentication prompting voice to the communication equipment to prompt the user to perform authentication;
acquiring an authentication voice of the user responding to the authentication prompt voice, analyzing the authentication voice by using a preset voiceprint recognition technology, and verifying the identity of the user; when the identity of the user passes the verification, determining whether the service required to be transacted by the user needs to be transacted by using an application program preset in the communication equipment;
if the service needing to be transacted by the user is judged to need to be transacted by using the application program preset in the communication equipment, sending prompt information to the communication equipment, wherein the prompt information is used for prompting the user whether to log in the application program to transact the service;
and when a login instruction fed back by the communication equipment is received, sending a flow voice corresponding to the service to the communication equipment, so that the user inputs transaction information in the application program according to the prompt of the flow voice, and triggering the application program to complete the transaction of the service according to the transaction information.
Optionally, in the method, the analyzing the service handling voice by using a preset voice recognition technology to recognize information in the service handling voice, and determining the service that the user needs to handle according to the recognized information includes:
extracting voice features in the service handling voice by applying a preset voice recognition technology;
determining service data information in the service handling voice according to the extracted voice features, matching the service data information with each preset service identifier, and acquiring a service identifier corresponding to the service data information;
and determining the service corresponding to the service identifier corresponding to the service data information, and determining the service as the service required to be handled by the user.
Optionally, in the method, the analyzing the authentication voice by using a preset voiceprint recognition technology to authenticate the identity of the user includes:
determining the identification number of the user, and acquiring a preset voiceprint characteristic corresponding to the identification number;
extracting voiceprint features in the identity verification voice by using a preset voiceprint recognition technology;
judging whether the voiceprint features are consistent with the preset voiceprint features or not, and if the voiceprint features are consistent with the preset voiceprint features, verifying the identity of the user;
and if the voiceprint feature is inconsistent with the preset voiceprint feature, the identity of the user is not verified.
Optionally, the determining whether the service that the user needs to transact needs to be transacted by using an application program preset in the communication device includes:
determining transactable services in the IVR platform;
judging whether the service required to be handled by the user belongs to the service capable of being handled in the IVR platform;
if the service which needs to be handled by the user is judged to belong to the service which can be handled in the IVR platform, the service which needs to be handled by the user is judged not to need to be handled by using an application program preset in the communication equipment;
and if the service which needs to be transacted by the user is judged not to belong to the transactable service in the IVR platform, judging that the service which needs to be transacted by the user needs to be transacted by using an application program preset in the communication equipment.
The above method, optionally, further includes:
receiving a service handling completion instruction sent by the communication equipment;
generating transaction result information corresponding to the service transaction completion instruction according to the service transaction completion instruction;
and sending the transaction result information to the communication equipment, and triggering the communication equipment to display the transaction result information to the user.
A service handling device applied to an Interactive Voice Response (IVR) platform comprises:
the system comprises a first sending unit, a second sending unit and a third sending unit, wherein the first sending unit is used for sending a preset service handling prompt voice to the communication equipment when the IVR platform is connected with a voice call initiated by a user using the communication equipment;
the acquisition unit is used for acquiring the service handling voice of the user responding to the service handling prompt voice, analyzing the service handling voice by using a preset voice recognition technology to recognize voice information in the service handling voice, and determining the service required to be handled by the user according to the voice information;
the first prompting unit is used for sending a preset authentication prompting voice to the communication equipment so as to prompt the user to perform authentication;
the verification unit is used for acquiring the authentication voice of the user responding to the authentication prompt voice, analyzing the authentication voice by using a preset voiceprint recognition technology and verifying the identity of the user; when the identity of the user passes the verification, determining whether the service required to be transacted by the user needs to be transacted by using an application program preset in the communication equipment;
a second prompting unit, configured to send a prompting message to the communication device if it is determined that the service that the user needs to transact needs to be transacted using an application program preset in the communication device, where the prompting message is used to prompt the user whether to log in the application program to transact the service;
and the second sending unit is used for sending the process voice corresponding to the service to the communication equipment when receiving the login instruction fed back by the communication equipment, so that the user can input handling information in the application program according to the prompt of the process voice, and the application program is triggered to complete handling of the service according to the handling information.
The above apparatus, optionally, the obtaining unit includes:
the first extraction subunit is used for extracting the voice features in the service handling voice by applying a preset voice recognition technology;
the matching subunit is used for determining the service data information in the service handling voice according to the extracted voice features, matching the service data information with each preset service identifier and acquiring the service identifier corresponding to the service data information;
and the first determining subunit is configured to determine the service corresponding to the service identifier corresponding to the service data information, and determine the service as the service that the user needs to handle.
The above apparatus, optionally, the verification unit includes:
the second determining subunit is used for determining the identification number of the user and acquiring a preset voiceprint feature corresponding to the identification number;
the second extraction subunit is used for extracting the voiceprint features in the identity verification voice by using a preset voiceprint recognition technology;
the first judging subunit is configured to judge whether the voiceprint feature is consistent with the preset voiceprint feature, and if the voiceprint feature is consistent with the preset voiceprint feature, the identity of the user is verified; and if the voiceprint feature is inconsistent with the preset voiceprint feature, the identity of the user is not verified.
The above apparatus, optionally, the verification unit includes:
a third determining subunit, configured to determine a transactable service in the IVR platform;
the second judgment subunit is used for judging whether the service which the user needs to transact belongs to the transactable service in the IVR platform;
the first judging subunit is used for judging that the service required to be transacted by the user does not need to be transacted by using an application program preset in the communication equipment if the service required to be transacted by the user is judged to belong to the transactable service in the IVR platform;
and the second judging subunit is used for judging that the service required to be transacted by the user needs to be transacted by using an application program preset in the communication equipment if the service required to be transacted by the user is judged not to belong to the transactable service in the IVR platform.
The above apparatus, optionally, further comprises:
the receiving unit is used for receiving a service transaction completion instruction sent by the communication equipment;
the generating unit is used for generating transaction result information corresponding to the service transaction completion instruction according to the service transaction completion instruction;
and the triggering unit is used for sending the transaction result information to the communication equipment and triggering the communication equipment to display the transaction result information to the user.
Compared with the prior art, the invention has the following advantages:
in the method provided by the invention, when the interactive voice response IVR platform is connected with a voice call initiated by a user using the communication equipment, a preset service handling prompt voice is sent to the communication equipment; acquiring service handling voice of a user responding to the service handling prompt voice, identifying voice information in the service handling voice by using a voice identification technology, and determining the service required to be handled by the user according to the voice information; sending an authentication prompt voice to the communication equipment, acquiring the authentication voice of the user responding to the authentication prompt voice, and verifying the identity of the user by using a voiceprint recognition technology, so as to improve the safety of the user in handling services; when the service to be transacted by the user needs to be transacted by the application program in the communication equipment, sending prompt information to the communication equipment; when a login instruction fed back by the communication equipment is received, sending a process voice corresponding to the user to the communication equipment, so that the user can input handling information according to the prompt of the process voice, and triggering an application program to complete service handling according to the handling information; the invention identifies the service which needs to be handled by the user by applying the voice recognition technology, verifies the identity of the user by applying the voiceprint recognition technology, improves the safety and the convenience of the service handled by the user, can also call the service handled by the application program, realizes the interaction of the IVR platform and the application program, provides better service for the service handled by the user, enables the service handled by the user to be more convenient and fast, and improves the experience of the service handled by the user.
Drawings
In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings used in the description of the embodiments or the prior art will be briefly described below, it is obvious that the drawings in the following description are only embodiments of the present invention, and for those skilled in the art, other drawings can be obtained according to the provided drawings without creative efforts.
Fig. 1 is a flowchart of a method of a service handling method according to an embodiment of the present invention;
FIG. 2 is a flowchart of another method of a business handling method according to an embodiment of the present invention;
FIG. 3 is a flowchart of another method of a business handling method according to an embodiment of the present invention;
FIG. 4 is a flowchart of another method of a business handling method according to an embodiment of the present invention;
fig. 5 is a schematic structural diagram of a service handling apparatus according to an embodiment of the present invention.
Detailed Description
The technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are only a part of the embodiments of the present invention, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
In this application, the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, an element defined by the phrase "comprising an … …" does not exclude the presence of other identical elements in a process, method, article, or apparatus that comprises the element.
The invention is operational with numerous general purpose or special purpose computer device environments or configurations. Such as a personal computer, server computer, hand-held or portable device, tablet-type device, multi-processor arrangement, distributed computing environment including any of the above devices or apparatus, and the like.
The embodiment of the invention provides a business handling method, which is applied to an interactive voice response platform, wherein an execution main body of the method can be a processor or a server in the interactive voice response platform; the interactive voice response platform is specifically described here, the Interactive Voice Response (IVR) platform is an important component of the call center, and a user can enter the call center through the interactive voice response platform to handle a required service; in order to improve the working efficiency and economic benefit, each calling center is provided with an IVR platform, such as a customer service calling center of each bank or a calling center of other enterprises.
The method provided by the embodiment of the invention can be applied to various interactive voice response IVR platforms, and the flow chart of the method is shown in figure 1, which specifically describes the following steps:
s101, when the IVR platform is connected with a voice call initiated by a user using the communication equipment, sending a preset service handling prompt voice to the communication equipment.
In the method provided by the embodiment of the invention, when the IVR platform is connected with the voice call initiated by the user using the communication equipment, the IVR platform sends the preset service handling prompt voice to the communication equipment and triggers the communication equipment to play the service handling prompt voice to the user so as to prompt the user to input the service to be handled. It should be noted that, when the user inputs the service to be handled, the service to be handled may be input through an IVR keyboard displayed in the communication device and corresponding to the IVR platform, or may be input through a voice input mode; it should be noted that, the preferred solution of the present invention is to select the service to be handled by the user through voice input. In the method provided by the embodiment of the invention, the communication equipment can be a smart phone and a smart mobile terminal.
S102, obtaining the service handling voice of the user responding to the service handling prompt voice, analyzing the service handling voice by using a preset voice recognition technology to recognize the voice information in the service handling voice, and determining the service required to be handled by the user according to the voice information.
In the method provided by the embodiment of the invention, after the service handling prompt voice is played to the user, the communication equipment detects whether voice data input by the user is received in real time, and when the voice data input by the user is detected, the voice data is the service handling voice of the user responding to the service handling prompt voice, and the voice data is sent to the IVR platform, so that the IVR platform obtains the service handling voice of the user responding to the service handling prompt voice. The IVR platform analyzes the service by using a preset voice recognition technology to acquire voice information in the service handling voice, and determines the service required to be handled by the user according to the voice information. It should be noted that the speech recognition technology in the embodiment of the present invention includes, but is not limited to, various speech recognition algorithms, and also includes various speech recognition models or systems constructed by applying convolution functions.
S103, sending a preset authentication prompt voice to the communication equipment to prompt the user to perform authentication.
In the method provided by the embodiment of the invention, when the IVR platform determines the service which needs to be transacted by the user, the preset authentication prompt voice is sent to the communication equipment, and the communication equipment plays the received authentication prompt voice to the user for prompting the user to perform authentication so as to verify the identity of the user transacting the service and improve the security of service transaction.
S104, acquiring an authentication voice of the user responding to the authentication prompt voice, analyzing the authentication voice by using a preset voiceprint recognition technology, and verifying the identity of the user; and when the identity of the user passes the verification, determining whether the service needing to be transacted by the user needs to be transacted by using an application program preset in the communication equipment.
In the method provided by the embodiment of the invention, after the communication equipment plays the authentication prompt voice to the user, the voice data input by the user is monitored in real time, the monitored voice data is determined as the authentication voice of the user responding to the authentication prompt voice, and the authentication voice is sent to the IVR platform, so that the IVR platform analyzes the authentication voice by adopting a preset voiceprint recognition technology to verify the identity of the user. The voiceprint recognition technology can be various technologies capable of realizing voiceprint recognition, such as a voiceprint recognition model constructed by applying various convolution algorithms.
It should be noted that, when the identity of the user passes the verification, it is determined whether the service that the user needs to transact needs to be transacted using an application program preset in the communication device, and the application program can transact the service online.
And S105, if the service which needs to be transacted by the user needs to be transacted by using the application program preset in the communication equipment, sending prompt information to the communication equipment, wherein the prompt information is used for prompting the user whether to log in the application program to transact the service.
In the method provided by the embodiment of the invention, when the service required to be transacted by the user needs to be transacted by using the application program, the communication equipment sends prompt information to the communication equipment, wherein the prompt information includes but is not limited to display information displayed to the user, and the communication equipment displays the display information in the prompt information to the user so as to prompt the user whether to log in the application program to transact the service.
And S106, when a login instruction fed back by the communication equipment is received, sending a process voice corresponding to the service to the communication equipment, so that the user inputs transaction information in the application program according to the prompt of the process voice, and triggering the application program to complete the transaction of the service according to the transaction information.
In the method provided by the embodiment of the invention, when the user determines to log in the application program to handle the service, the communication equipment determines the verification information and the skip information in the prompt information, uses the verification information to log in the application program, and skips to the corresponding operation interface according to the skip information; the verification information is a verification identifier of the user passing verification; the skip information is a skip link corresponding to the service or operation interface information corresponding to the service; the jump link can jump to the corresponding operation interface. When logging in the application program, generating a login instruction, and sending the login instruction to an IVR platform, wherein the login instruction represents that the user logs in the application program to handle the service; the IVR platform sends a process voice corresponding to the service to the communication equipment when receiving a login instruction fed back by the communication equipment, the communication equipment plays the process voice to the user, so that the user inputs corresponding handling information in an operation interface of the service displayed by the application program according to the prompt of the process voice, and the application program is triggered to complete handling of the service according to the handling information, wherein the handling information comprises but is not limited to personal information of the user, specific content of the service and the like.
In the method provided by the embodiment of the invention, when the IVR platform is connected with the voice call initiated by the user using the communication equipment, the preset service handling prompt voice is sent to the communication equipment, the service handling voice of the user responding to the service handling prompt voice is received, and the service required to be handled by the user is determined by using a voice recognition technology; sending an authentication prompt voice to acquire an authentication voice of a user responding to the authentication prompt voice, and verifying the identity of the user by using a voiceprint recognition technology; when the identity of the user passes the verification, determining whether the service needs to be handled by using an application program, and when the service needs to be handled by using the application program, sending prompt information to prompt the user whether to log in the application program for handling the service; and when a login instruction is received, sending a flow voice corresponding to the service so that a user can input transaction information according to the prompt of the flow voice and trigger the application program to complete the transaction of the service according to the transaction information.
According to the method provided by the invention, when a user transacts business by using the IVR platform, the data information input by the user through voice can be identified by using the voice recognition technology, so that the process of transacting business by the user is more convenient, the identity of the user is verified by using the voiceprint recognition technology, the leakage of the personal password of the user is reduced, the safety of user information is improved, and by connecting corresponding application programs, better service is provided for the user, the transaction flow of transacting business by the user is improved, and the experience of transacting business by the user is improved.
In the method provided by the embodiment of the present invention, reference may be made to fig. 2 for a process that an IVR platform determines a service that a user needs to transact according to a service transaction voice fed back by the user, and the following specific description is provided:
s201, extracting voice features in the service handling voice by using a preset voice recognition technology.
In the method provided by the embodiment of the invention, a preset voice recognition technology is used for analyzing the service handling voice so as to extract voice characteristics in the service handling voice, wherein the voice characteristics can be multiple or one; the speech recognition techniques include, but are not limited to, speech recognition algorithms, or neural network models that perform speech recognition.
S202, determining service data information in the service handling voice according to the extracted voice features, matching the service data information with each preset service identifier, and acquiring the service identifier corresponding to the service data information.
S203, determining the service corresponding to the service identifier corresponding to the service data information, and determining the service as the service which needs to be handled by the user.
In the method provided by the embodiment of the invention, service data information is determined according to voice characteristics extracted from the service handling voice, and the service data information is matched with each service identifier according to the service data information, wherein each service has a corresponding service identifier; and determining a service identifier corresponding to the service data, determining a service corresponding to the service identifier, and determining the service corresponding to the service identifier as the service which needs to be handled by the user.
To illustrate the specific process of determining the services the user needs to handle, a specific example is described herein, assuming that the user handles the services using the bank's IVR platform, when the specific content of the service handling voice received by the IVR platform and responded by the user to the service handling prompt voice is 'I want to transfer accounts of the self', the IVR platform analyzes the service handling voice by using a preset voice recognition technology, extracts the voice characteristics in the service handling prompt voice, wherein the voice characteristics can be 'transfer accounts of the self', and matches the voice characteristics with the service identification of each service, and if the service corresponding to the service identifier of the personal associated transfer is transfer, determining that the service required to be transacted by the user is transfer.
By applying the method provided by the invention, the service which needs to be handled by the user is intelligently identified by applying the voice identification technology, the flow of the user for handling the service by using the IVR platform is reduced, and great convenience is provided for the user to handle the service; in order to improve the security of service handling, the identity of the user needs to be verified, and a specific verification process is shown in fig. 3 and specifically described as follows:
s301, determining the identification number of the user, and acquiring the preset voiceprint characteristics corresponding to the identification number.
In the method provided by the embodiment of the invention, the identification number of the user is obtained, and the identification number of the user is the identification number of the communication equipment applied by the user; assuming that the communication equipment is a mobile phone, the identification number of the user is a mobile phone number; and searching a preset voiceprint characteristic corresponding to the identification number in a preset voiceprint characteristic database according to the identification number, wherein the preset voiceprint characteristic is a voiceprint characteristic pre-stored by the user. It should be noted that the identification number and the preset voiceprint feature may be stored in a voiceprint feature database in a form of a key-value pair.
S302, extracting voiceprint features in the identity verification voice by using a preset voiceprint recognition technology.
In the method provided by the embodiment of the invention, the identity verification voice of the user fed back by the communication equipment is obtained, and the preset voiceprint recognition technology is applied to extract the voiceprint characteristics in the identity verification voice; it should be noted that the voiceprint recognition technology may be a voiceprint recognition model trained in advance, and the voiceprint feature in the authentication voice is extracted by using the voiceprint recognition model trained in advance.
S303, judging whether the voiceprint features are consistent with the preset voiceprint features, and if the voiceprint features are consistent with the preset voiceprint features, verifying the identity of the user.
S304, if the voiceprint feature is inconsistent with the preset voiceprint feature, the identity of the user is not verified.
In the method provided by the embodiment of the present invention, a voiceprint feature extracted from the identity verification voice is compared with the preset voiceprint feature to determine whether the voiceprint feature is consistent with the preset voiceprint feature, and when the voiceprint feature is consistent with the preset voiceprint feature, the identity of the user passes the verification.
In the method provided by the embodiment of the present invention, by applying the voiceprint recognition technology, the identity of the user can be verified, and the security of service transaction is improved, when the identity of the user passes the verification, it is determined whether the service that the user needs to transact needs to be transacted by using the application program preset in the communication device, and a specific determination process may refer to fig. 4, which is described as follows:
s401, determining transactable services in the IVR platform.
In the method provided by the embodiment of the invention, the preset service characteristics of each service which can be handled in the IVR platform are obtained, and each service which can be handled through the IVR platform is determined according to each preset service characteristic.
S402, judging whether the service which the user needs to transact belongs to transactable services in the IVR platform.
In the method provided by the embodiment of the invention, the service characteristics of the service which needs to be handled by the user are determined, and the service characteristics of the service which needs to be handled by the user are compared with each preset service characteristic in the IVR platform so as to judge whether the service which needs to be handled by the user belongs to the service which can be handled in the IVR platform.
And S403, if the service which the user needs to transact belongs to the transactable service in the IVR platform, determining that the service which the user needs to transact does not need to be transacted by using the preset application program in the communication equipment.
S404, if the service which needs to be transacted by the user is judged not to belong to the transactable service in the IVR platform, the service which needs to be transacted by the user is judged to need to be transacted by using the preset application program in the communication equipment.
In the method provided by the embodiment of the invention, when the preset service characteristics consistent with the service characteristics of the service required to be handled by the user exist in the IVR platform, the service required to be handled by the user is judged to belong to the transactable service in the IVR platform, and the service required to be handled by the user is judged not to be required to be handled by using a preset application program in the communication equipment; and when the preset service characteristics consistent with the service characteristics of the service required to be handled by the user do not exist in the IVR platform, judging that the service required to be handled by the user does not belong to the service capable of being handled in the IVR platform, and judging that the service required to be handled by the user needs to be handled by using a preset application program in the communication equipment.
In the method provided by the embodiment of the invention, whether the service required to be transacted by the user needs the preset application program in the communication equipment is judged, and if the service required to be transacted by the user needs the application program, prompt information is sent to the communication equipment to prompt the user to log in the application program to transact the service. When the user logs in the application program to handle the service, the interaction between the IVR platform and the application program in the communication equipment is realized, so that the service handling program of the user is more convenient and faster, the service handling experience of the user is improved,
in the method provided by the embodiment of the invention, when a user logs in the application program to transact the service and transacts the service successfully, the communication equipment feeds back a service transaction completion instruction to the IVR platform, and the IVR platform generates transaction result information corresponding to the service transaction completion instruction according to the service transaction completion instruction; and sending the transaction result information to the communication equipment, and triggering the communication equipment to display the transaction result information to the user. The form of the transaction result information can be short message or voice, and when the transaction result information is short message, the transaction result information is displayed on the interface of the communication equipment; and when the transaction result information is voice, the communication equipment broadcasts the transaction result information to the user. The transaction result information includes, but is not limited to, transaction time, specific transaction details, and whether the transaction is successful or not.
In the method provided by the embodiment of the present invention, in order to specifically describe the method provided by the present invention, a specific example is provided here, and the specific description contents are as follows:
assuming that a user needs to handle banking business, the user uses a mobile phone to dial a customer service telephone of a bank and accesses an IVR platform of a call center of the bank; the IVR platform sends a preset service handling prompt voice, the service handling prompt voice is broadcasted to the user through the mobile phone, the content in the service handling prompt voice can be set according to actual requirements, and the specific content can be 'please say the service which needs to be handled'; the user responds to the service handling prompt voice, speaks service handling voice needing handling, and the mobile phone sends the service handling voice to the IVR platform, wherein specifically, the service handling voice can be 'I need to handle credit card repayment service'; the IVR platform analyzes the service transacting voice by using a preset voice recognition technology, extracts voice characteristics in the service transacting voice, determines the service which needs to be transacted by the user according to the voice characteristics, and determines the service which needs to be transacted by the user to be credit card repayment according to the voice characteristics if the voice characteristics extracted from the service transacting voice are credit card repayment; sending an authentication prompt voice to a mobile phone, playing the authentication prompt voice by the mobile phone to prompt the user to perform authentication, wherein the specific content of the authentication prompt voice can be set according to actual requirements, and can be 'please say your name', the user speaks the authentication voice in response to the authentication prompt voice, the mobile phone sends the authentication voice to an IVR platform, the IVR platform analyzes the authentication voice by using a preset voiceprint recognition technology to verify the identity of the user, it needs to be stated that the authentication prompt voice can be sent for multiple times to ensure the accuracy of a verification result, and the content in the authentication prompt voice sent each time can be different; therefore, a plurality of identity authentication voices of the user are obtained, and the accuracy of the identity authentication of the user is improved.
When the identity of a user passes verification, determining whether the service needing to be transacted by the user needs to transact the service by using a mobile phone bank APP in a mobile phone, wherein the mobile phone is the communication equipment, and the mobile phone bank APP is a preset application program in the communication equipment; when the business handled by the user needs to be handled by using a mobile phone bank APP in the mobile phone, prompt information is sent to the mobile phone, the mobile phone displays the display information in the prompt information on a display interface of the mobile phone to prompt whether the user needs to log in the mobile phone bank APP to handle the business, and the prompt information comprises but is not limited to the display information, verification information that the user identity verification passes, skip information and the like.
When a user determines to log in the mobile phone bank APP for handling business, the mobile phone bank APP is opened on a display interface of a mobile phone, the mobile phone logs in the mobile phone bank APP by using verification information in the prompt information, logs in the mobile phone bank APP by using the verification information in the prompt information, and sends a login instruction to an IVR platform, so that the user does not need to input login information, and the operation flow is reduced; based on the skip information in the prompt information, the display interface of the mobile phone bank APP is displayed to the interface corresponding to the skip information, and the interface displayed on the display interface of the mobile phone bank APP is an operation interface for the user to pay for the credit card; it should be noted that the skip information includes information about a service that the user needs to handle.
When the IVR platform receives a login instruction sent by a mobile phone, sending a flow voice corresponding to a service which a user needs to transact to the mobile phone to prompt the user to enter related transaction information in a service operation interface according to the flow voice so that an application program completes transaction of the service according to the transaction information; it should be noted that the transaction result information may include, but is not limited to, personal information of the user, such as a user name, a card number, an identification number, and the like, and specific information of the service, such as a payment amount, a payment method, a payment date, and the like; the flow voice is related voice for carrying out credit card repayment, such as: "please input the credit card number", "please determine the repayment amount", etc. And when the business handling is finished, sending a business handling finishing instruction to the IVR platform, generating corresponding handling result information by the IVR platform according to the business handling finishing instruction, feeding the handling result information back to the mobile phone, and displaying the handling result information to the user by the mobile phone.
In the method provided by the embodiment of the invention, the service required to be handled by the user can be identified by voice, the identity of the user is verified by voice, the operation flow when the user handles the service is reduced, the method can be associated with the application program, the interactive process of the IVR platform and the application program is realized, the service handling flow of the user is improved, and the service handling experience of the user is improved.
Corresponding to fig. 1, the present invention further provides a service handling apparatus, which is used for supporting the application of the service handling method in fig. 1 in practice, the service handling apparatus may be applied to a computer terminal or various mobile devices, the service handling apparatus is applied to an interactive voice response IVR platform, and a schematic structural diagram of the service handling apparatus is shown in fig. 5, and specifically includes:
a first sending unit 501, configured to send a preset service handling prompt voice to a communication device when an IVR platform connects a voice call initiated by a user using the communication device;
an obtaining unit 502, configured to obtain a service handling voice of the user responding to the service handling prompt voice, analyze the service handling voice by using a preset voice recognition technology to recognize voice information in the service handling voice, and determine a service that the user needs to handle according to the voice information;
a first prompting unit 503, configured to send a preset authentication prompting voice to the communication device to prompt the user to perform authentication;
an authentication unit 504, configured to obtain an authentication voice of the user in response to the authentication prompt voice, analyze the authentication voice using a preset voiceprint recognition technology, and authenticate the identity of the user; when the identity of the user passes the verification, determining whether the service required to be transacted by the user needs to be transacted by using an application program preset in the communication equipment;
a second prompting unit 505, configured to send a prompting message to the communication device if it is determined that the service that the user needs to transact needs to be transacted using the application program preset in the communication device, where the prompting message is used to prompt the user whether to log in the application program to transact the service;
a second sending unit 506, configured to send, when receiving a login instruction fed back by the communication device, a process voice corresponding to the service to the communication device, so that the user enters transaction information in the application program according to a prompt of the process voice, and triggers the application program to complete transaction of the service according to the transaction information.
In the device provided by the embodiment of the invention, when an IVR platform is connected with a voice call initiated by a user using communication equipment, a preset service handling prompt voice is sent to the communication equipment; acquiring service handling voice of a user responding to the service handling prompt voice, identifying voice information in the service handling voice by using a preset voice identification technology, and determining the service required to be handled by the user; sending an identity verification prompt voice to the communication equipment to prompt a user to verify identity; when the identity of a user passes verification, determining whether the service needing to be transacted by the user needs to be transacted by using an application program, and when the service needing to be transacted by the user needs to be transacted by using the application program, sending prompt information to the user to prompt whether the user logs in the application program to transact the service; and when a login instruction fed back by the communication equipment is received, sending a process voice corresponding to the service to the communication equipment, so that the user inputs handling information related to the service according to the prompt of the process voice, and triggering the application program to complete handling of the service according to the handling information. According to the device provided by the invention, when the IVR platform is accessed to the voice call of the user, the service handling of the user responding to the service handling prompt voice is acquired, the service required to be handled by the user is determined through the voice recognition technology, the identity of the user is verified through the voiceprint recognition technology, the safety of the service handling of the user is increased, and the interaction between the IVR platform and the application program is realized by calling the application program preset in the communication equipment, so that the process of handling the service by the user is more convenient and faster, and the experience of handling the service by the user is improved.
In the apparatus provided in the embodiment of the present invention, the following configuration may be performed on the obtaining unit 502:
the first extraction subunit is used for extracting the voice features in the service handling voice by applying a preset voice recognition technology;
the matching subunit is used for determining the service data information in the service handling voice according to the extracted voice features, matching the service data information with each preset service identifier and acquiring the service identifier corresponding to the service data information;
and the first determining subunit is configured to determine the service corresponding to the service identifier corresponding to the service data information, and determine the service as the service that the user needs to handle.
In the apparatus provided in the embodiment of the present invention, the verification unit 504 may be configured as follows:
the second determining subunit is used for determining the identification number of the user and acquiring a preset voiceprint feature corresponding to the identification number;
the second extraction subunit is used for extracting the voiceprint features in the identity verification voice by using a preset voiceprint recognition technology;
the first judging subunit is configured to judge whether the voiceprint feature is consistent with the preset voiceprint feature, and if the voiceprint feature is consistent with the preset voiceprint feature, the identity of the user is verified; and if the voiceprint feature is inconsistent with the preset voiceprint feature, the identity of the user is not verified.
In the apparatus provided in the embodiment of the present invention, the verification unit 504 may be configured as follows:
a third determining subunit, configured to determine a transactable service in the IVR platform;
the second judgment subunit is used for judging whether the service which the user needs to transact belongs to the transactable service in the IVR platform;
the first judging subunit is used for judging that the service required to be transacted by the user does not need to be transacted by using an application program preset in the communication equipment if the service required to be transacted by the user is judged to belong to the transactable service in the IVR platform;
and the second judging subunit is used for judging that the service required to be transacted by the user needs to be transacted by using an application program preset in the communication equipment if the service required to be transacted by the user is judged not to belong to the transactable service in the IVR platform.
In the apparatus provided in the embodiment of the present invention, the following configuration may also be performed:
the receiving unit is used for receiving a service transaction completion instruction sent by the communication equipment;
the generating unit is used for generating transaction result information corresponding to the service transaction completion instruction according to the service transaction completion instruction;
and the triggering unit is used for sending the transaction result information to the communication equipment and triggering the communication equipment to display the transaction result information to the user.
The embodiments in the present specification are described in a progressive manner, and the same and similar parts among the embodiments are referred to each other, and each embodiment focuses on the differences from the other embodiments. In particular, the system or system embodiments are substantially similar to the method embodiments and therefore are described in a relatively simple manner, and reference may be made to some of the descriptions of the method embodiments for related points. The above-described system and system embodiments are only illustrative, wherein the units described as separate parts may or may not be physically separate, and the parts displayed as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of network units. Some or all of the modules may be selected according to actual needs to achieve the purpose of the solution of the present embodiment. One of ordinary skill in the art can understand and implement it without inventive effort.
Those of skill would further appreciate that the various illustrative elements and algorithm steps described in connection with the embodiments disclosed herein may be implemented as electronic hardware, computer software, or combinations of both, and that the various illustrative components and steps have been described above generally in terms of their functionality in order to clearly illustrate this interchangeability of hardware and software. Whether such functionality is implemented as hardware or software depends upon the particular application and design constraints imposed on the implementation. Skilled artisans may implement the described functionality in varying ways for each particular application, but such implementation decisions should not be interpreted as causing a departure from the scope of the present invention.
The previous description of the disclosed embodiments is provided to enable any person skilled in the art to make or use the present invention. Various modifications to these embodiments will be readily apparent to those skilled in the art, and the generic principles defined herein may be applied to other embodiments without departing from the spirit or scope of the invention. Thus, the present invention is not intended to be limited to the embodiments shown herein but is to be accorded the widest scope consistent with the principles and novel features disclosed herein.
Claims (10)
1. A service handling method is applied to an Interactive Voice Response (IVR) platform, and comprises the following steps:
when the IVR platform is connected with a voice call initiated by a user using communication equipment, sending a preset service handling prompt voice to the communication equipment;
acquiring service handling voice of the user responding to the service handling prompt voice, analyzing the service handling voice by using a preset voice recognition technology to recognize voice information in the service handling voice, and determining the service required to be handled by the user according to the voice information;
sending a preset authentication prompting voice to the communication equipment to prompt the user to perform authentication;
acquiring an authentication voice of the user responding to the authentication prompt voice, analyzing the authentication voice by using a preset voiceprint recognition technology, and verifying the identity of the user; when the identity of the user passes the verification, determining whether the service required to be transacted by the user needs to be transacted by using an application program preset in the communication equipment;
if the service needing to be transacted by the user is judged to need to be transacted by using the application program preset in the communication equipment, sending prompt information to the communication equipment, wherein the prompt information is used for prompting the user whether to log in the application program to transact the service;
and when a login instruction fed back by the communication equipment is received, sending a flow voice corresponding to the service to the communication equipment, so that the user inputs transaction information in the application program according to the prompt of the flow voice, and triggering the application program to complete the transaction of the service according to the transaction information.
2. The method of claim 1, wherein the analyzing the service transaction voice using a preset voice recognition technology to identify information in the service transaction voice, and determining the service that the user needs to transact according to the identified information comprises:
extracting voice features in the service handling voice by applying a preset voice recognition technology;
determining service data information in the service handling voice according to the extracted voice features, matching the service data information with each preset service identifier, and acquiring a service identifier corresponding to the service data information;
and determining the service corresponding to the service identifier corresponding to the service data information, and determining the service as the service required to be handled by the user.
3. The method according to claim 1, wherein the analyzing the authentication voice by using a preset voiceprint recognition technology to authenticate the identity of the user comprises:
determining the identification number of the user, and acquiring a preset voiceprint characteristic corresponding to the identification number;
extracting voiceprint features in the identity verification voice by using a preset voiceprint recognition technology;
judging whether the voiceprint features are consistent with the preset voiceprint features or not, and if the voiceprint features are consistent with the preset voiceprint features, verifying the identity of the user;
and if the voiceprint feature is inconsistent with the preset voiceprint feature, the identity of the user is not verified.
4. The method according to claim 1, wherein the determining whether the service that the user needs to transact needs to be transacted by using a preset application program in the communication device comprises:
determining transactable services in the IVR platform;
judging whether the service required to be handled by the user belongs to the service capable of being handled in the IVR platform;
if the service which needs to be handled by the user is judged to belong to the service which can be handled in the IVR platform, the service which needs to be handled by the user is judged not to need to be handled by using an application program preset in the communication equipment;
and if the service which needs to be transacted by the user is judged not to belong to the transactable service in the IVR platform, judging that the service which needs to be transacted by the user needs to be transacted by using an application program preset in the communication equipment.
5. The method of claim 1, further comprising:
receiving a service handling completion instruction sent by the communication equipment;
generating transaction result information corresponding to the service transaction completion instruction according to the service transaction completion instruction;
and sending the transaction result information to the communication equipment, and triggering the communication equipment to display the transaction result information to the user.
6. A service handling apparatus applied to an Interactive Voice Response (IVR) platform, the apparatus comprising:
the system comprises a first sending unit, a second sending unit and a third sending unit, wherein the first sending unit is used for sending a preset service handling prompt voice to the communication equipment when the IVR platform is connected with a voice call initiated by a user using the communication equipment;
the acquisition unit is used for acquiring the service handling voice of the user responding to the service handling prompt voice, analyzing the service handling voice by using a preset voice recognition technology to recognize voice information in the service handling voice, and determining the service required to be handled by the user according to the voice information;
the first prompting unit is used for sending a preset authentication prompting voice to the communication equipment so as to prompt the user to perform authentication;
the verification unit is used for acquiring the authentication voice of the user responding to the authentication prompt voice, analyzing the authentication voice by using a preset voiceprint recognition technology and verifying the identity of the user; when the identity of the user passes the verification, determining whether the service required to be transacted by the user needs to be transacted by using an application program preset in the communication equipment;
a second prompting unit, configured to send a prompting message to the communication device if it is determined that the service that the user needs to transact needs to be transacted using an application program preset in the communication device, where the prompting message is used to prompt the user whether to log in the application program to transact the service;
and the second sending unit is used for sending the process voice corresponding to the service to the communication equipment when receiving the login instruction fed back by the communication equipment, so that the user can input handling information in the application program according to the prompt of the process voice, and the application program is triggered to complete handling of the service according to the handling information.
7. The apparatus of claim 6, wherein the obtaining unit comprises:
the first extraction subunit is used for extracting the voice features in the service handling voice by applying a preset voice recognition technology;
the matching subunit is used for determining the service data information in the service handling voice according to the extracted voice features, matching the service data information with each preset service identifier and acquiring the service identifier corresponding to the service data information;
and the first determining subunit is configured to determine the service corresponding to the service identifier corresponding to the service data information, and determine the service as the service that the user needs to handle.
8. The apparatus of claim 6, wherein the authentication unit comprises:
the second determining subunit is used for determining the identification number of the user and acquiring a preset voiceprint feature corresponding to the identification number;
the second extraction subunit is used for extracting the voiceprint features in the identity verification voice by using a preset voiceprint recognition technology;
the first judging subunit is configured to judge whether the voiceprint feature is consistent with the preset voiceprint feature, and if the voiceprint feature is consistent with the preset voiceprint feature, the identity of the user is verified; and if the voiceprint feature is inconsistent with the preset voiceprint feature, the identity of the user is not verified.
9. The apparatus of claim 6, wherein the authentication unit comprises:
a third determining subunit, configured to determine a transactable service in the IVR platform;
the second judgment subunit is used for judging whether the service which the user needs to transact belongs to the transactable service in the IVR platform;
the first judging subunit is used for judging that the service required to be transacted by the user does not need to be transacted by using an application program preset in the communication equipment if the service required to be transacted by the user is judged to belong to the transactable service in the IVR platform;
and the second judging subunit is used for judging that the service required to be transacted by the user needs to be transacted by using an application program preset in the communication equipment if the service required to be transacted by the user is judged not to belong to the transactable service in the IVR platform.
10. The apparatus of claim 6, further comprising:
the receiving unit is used for receiving a service transaction completion instruction sent by the communication equipment;
the generating unit is used for generating transaction result information corresponding to the service transaction completion instruction according to the service transaction completion instruction;
and the triggering unit is used for sending the transaction result information to the communication equipment and triggering the communication equipment to display the transaction result information to the user.
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| CN111583931A (en) * | 2020-04-30 | 2020-08-25 | 中国银行股份有限公司 | Service data processing method and device |
| CN111949964A (en) * | 2020-08-11 | 2020-11-17 | 北京文思海辉金信软件有限公司 | Business handling method and device and electronic terminal |
| CN112165594A (en) * | 2020-09-28 | 2021-01-01 | 平安普惠企业管理有限公司 | Service handling method and device based on video communication and computer equipment |
| CN113593580A (en) * | 2021-07-27 | 2021-11-02 | 中国银行股份有限公司 | Voiceprint recognition method and device |
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